Customer Success Manager, EMEA

About the role

The Customer Success Manager role contributes to the mission of BetterUp by ensuring that our customers and members receive the full value out of the BetterUp platform and experience. The role supports our distribution strategy by driving customer value, increasing the measurable and perceived value that customers receive from the BetterUp platform.

Responsibilities

• Build rapport and expand customer/executive sponsorship, creating new champions while fostering relationships with existing ones.
• Manage relationships with program sponsors and day-to-day partners while teaming with Account Management to increase breadth and depth.
• Become a true advocate of your customer's best interest both internally at BetterUp and with the customer's leadership.
• Create thoughtful, value-based business recommendations that help customers maximize value; make internal recommendations on customizations while balancing ROI, scale, and time to market.
• Understand customer strategy and challenges; align BetterUp's Human Transformation Platform with their internal narrative and desired outcomes to maximize insights and value.
• Demonstrate how BetterUp can solve business problems and align solutions and internal resources to support each customer's needs.
• Be a true champion of account health - proactively monitor early warning signals and take timely action before issues escalate.
• Design and maintain a personal operating rhythm for tracking adoption, value realization, stakeholder alignment, and health across your portfolio.
• Drive problem-solving and risk mitigation strategies, engaging cross-functional partners to get results.
• Escalate to leadership appropriately; ensure best-in-class program engagement across all programs, teeing Account Managers up for expansions ahead of the renewal period.
• Manage multiple concurrent workstreams and stakeholder groups with the discipline and structure of a program manager.
• Develop and maintain clear documentation of timelines, milestones, risks, and decisions—creating a consistent operating rhythm for your accounts.
• Cook up and execute on cross-functional delivery teams to ensure commitments are scoped, sequenced, and executed on time.
• Contribute to the evolution of our product functionality, product marketing, and internal and customer best practices.
• Communicate clearly and credibly with executive and operating-level stakeholders, including program sponsors at the VP and C-suite level.
• Manage triage and cascade of communications across customer and internal stakeholder groups when issues arise.
• Provide regular and real-time updates on program status, risks, and outcomes in a structured, audience-appropriate way.

Requirements

• 5+ years of software and/or service delivery experience (execution and/or leadership)
• 5+ years of experience leading enterprise-wide SaaS platform deployments (overseeing both operational and technical delivery)
• Excellent communication skills with executive and operating level stakeholders (inclusive of business and technical personas)
• Influencing / working cross functionally (independently navigate well through an org)
• Strong program/project management skills (scrum/agile a plus)
• Ability to look around corner / uncover early indicators of risk to drive proactive remediation
• Extensive experience advising, coaching, influencing, and building relationships both internally and externally with executive-level clients at Fortune 1000 companies
• Minimum 20% travel required (client onsite travel)

Qualifications

• Leadership skills
• Client service orientation
• Strategic consulting
• Project management
• Relationship mastery
• Problem-solving
• Storytelling

Skills

• Leadership skills
• Client service orientation
• Strategic consulting
• Project management
• Relationship mastery
• Problem-solving
• Storytelling

Benefits

• Annual leave: Flexible time off - with a guideline of 25 days of annual leave + 8 UK public holidays.
• Pension: Generous Employer pension contribution.
• Healthcare: Private Medical Insurance Option.
• Wellbeing: Access to BetterUp coaching for you and a friend/family member.
• Flexible working: Hybrid work, with 2 days minimum in office (or 8 days per month).
• Free Lunch: Available in office Tuesday and Thursdays along with daily plentiful snacks and beverages.
• Extra leave days: 4 Inner Work Days, 5 Volunteer Days, plus Summer & Winter company shutdowns.
• Learning & Development: Annual stipend for professional growth.
• Charity: Year-round charitable donation on your behalf.
• Hybrid Work Policy & Hub Locations: We are a hybrid company with a focus on in-person collaboration when necessary. Employees are expected to be available to work from one of our office hubs at least two days per week, or eight days per month. Our Europe hub locations are London, UK.

Pay

Base salary is determined by job-related experience, education/training, residence location, as well as market indicators. The range below is representative of base salary only and does not include equity, sales bonus plans (when applicable) and benefits.

Schedule

This role is full-time.